Customer Success Manager

What do we do?

Paddle offers digital product companies a completely different approach to their payment infrastructure. Instead of assembling and maintaining a complex stack of payments-related apps and services, we’re a Merchant of Record for our customers. That means we take away 100% of the pain of payment fragmentation. It’s faster, safer, cheaper, and, above all, way better.

We’re backed by investors including KKR, FTV Capital, Kindred, Notion, and 83North and serve over 6000 software sellers in 245 territories globally.

The Role:

We are looking for a Customer Success Manager to join our Customer Success team; responsible for the successful onboarding and subsequent growth, retention, and advocacy of a portfolio of customers. You will play a pivotal role in the experience our largest customers have with Paddle, proactively guiding them through their journey with us post-launch, prioritising their revenue growth, and ensuring they fully realise the value of our platform.

As a Customer Success Manager at Paddle, you will work with a diverse portfolio of approximately 20 customers with the core goal of helping them realise business value with Paddle. You will be focussed on driving outcomes for our customers, using your product and industry knowledge to identify growth opportunities, and your ability to build a compelling narrative and influence key stakeholders to achieve results. You will drive revenue realisation and revenue retention for Paddle across our top customer base, becoming a core player in our wider commercial team.

What you'll do:

• Ensure the successful onboarding of new customers, through demonstrable knowledge of our products and methodologies - ensuring they are set up to Operate and Grow better with Paddle.

• Help your customers create a world-class online buying experience providing them with best practice guidance on purchase journeys, retention flows and billing operations.

• Develop trusted advisor relationships with customer stakeholders and executive sponsors to maximise the value your customers realise with Paddle.

• Identify opportunities for strategic and tactical revenue growth and leverage your expertise and influence to ensure the successful execution of those monetisation strategies.

• Be an internal advocate for your customers, collaborating closely with cross-functional teams to translate your customers’ business needs into effective customer solutions.

• Support our Demand Generation teams by contributing to the development of customer references, success stories and case studies.

What you'll need to succeed:

• Demonstrable success and progression in Customer Success Management roles, owning the success of a diverse portfolio of fast-growth customers.

• Excellent communication skills with the ability to distil complex thoughts and strategies into simple, actionable recommendations is crucial.

• Be naturally driven, resilient and proactive in your approach to working with customers, with the ability to identify and remove barriers to ensure that outcomes are achieved.

• Analytical, with a strong understanding of software and subscription KPIs and the ability to extract actionable insights from raw data and trends.

• Experience in providing best practice advisory on core monetisation strategies, such as customer acquisition, customer retention and churn prevention, payments performance, localisation and pricing & packaging.

• Experience working with digital product companies within Payments and/or Fintech is desirable, with a natural curiosity and ability for continuous learning.

• Strong understanding of the Merchant of Record business model is desirable, with the ability to intelligently position the value of Paddle to customers.

Everyone is welcome at Paddle

At Paddle, we’re committed to removing invisible barriers, both for our customers and within our own teams. We recognise and celebrate that every P